01 · SHIPPING COST
Free delivery over £100
UK delivery is free on orders with a value of £100 or more. Orders below £100 are charged a flat £5 delivery fee. The applicable charge will be shown before you place your order.
DELIVERY INFORMATION
Shipping & Returns
Everything you need to know about UK delivery, dispatch times and what to do if there is a problem with your order.
02 · TRACKED SERVICE
Royal Mail Tracked 24
Orders are sent using a tracked 24-hour service. Once your order has been dispatched and the tracking reference has been added, you can follow its progress from your member account.
03 · BEFORE 12:00
Same-day dispatch
Orders successfully placed and payment confirmed before 12:00 noon, Monday to Friday, are scheduled for dispatch the same working day, subject to stock and order checks.
04 · AFTER 12:00
Next working day
Orders placed after 12:00 noon are scheduled for dispatch on the next working day. Our final Friday dispatch cut-off is 12:00 noon. Orders placed after this time are scheduled for Monday dispatch, or the next working day where Monday is a bank holiday.
Dispatch and delivery notes
- Dispatch times refer to when your parcel leaves us, not the time it is delivered.
- Saturday, Sunday and UK bank holiday orders are processed on the next working day.
- Tracking details become available once the parcel has been processed by the carrier. Carrier delivery estimates are not guaranteed.
- Please check your delivery name, address and postcode carefully before submitting your order. Contact us as soon as possible if you notice an error.
- Unexpected operational or carrier delays may occasionally affect dispatch or delivery.
Returns, refunds and order issues
Because some items may be sealed or hygiene-sensitive, we cannot accept change-of-mind returns of items that have been opened, unsealed, used or tampered with where a hygiene or safety exception applies. Please check your order carefully before opening any sealed packaging.
If your order arrives damaged, incorrect, incomplete or appears to have a fault, contact us immediately on WhatsApp so we can review the issue. Please include your order reference and clear photographs of the parcel, packaging and affected item where relevant. Keep the item and its packaging until we have advised you what to do.
Please report delivery damage or an order problem as soon as you receive your parcel. Prompt reporting helps us investigate with the delivery provider and resolve the issue quickly. A delay in contacting us does not remove any consumer rights that cannot legally be excluded.
Where an issue is confirmed, we will discuss the appropriate resolution, which may include a replacement, repair or refund depending on the circumstances and your legal rights. Please contact us before sending anything back so we can provide the correct return instructions.
For online purchases, statutory cancellation rights and exceptions may apply. Nothing in this policy limits your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable consumer law.
How to contact us
For a delivery issue, damaged parcel, incorrect item or return enquiry, message us on WhatsApp and include your order reference.
Contact Matrix on WhatsApp